Harvard Business Review

DECEMBER 20, 2018

In 2017, CIO magazine reported that around one-third of all customer relationship management (CRM) projects fail. But in my work with clients, when I ask executives if the CRM system is helping their business to grow, the failure rate is closer to 90%. That was actually an average of a dozen analyst reports.

CRM 13

CRM Project Succession CIO 13

Harvard Business Review

FEBRUARY 24, 2014

Traditional tools (business-intelligence applications, relational databases) simply can’t handle petabytes of unstructured information. Doing big data right necessitates the full support of the leadership and everyone in the organization. Big data is not comparable to ERP and CRM applications. These are all danger signs.

ROI 10

ROI Maturity How To CRM 10

Harvard Business Review

JUNE 22, 2017

There has been even more stability in analytical leadership, change management, and culture, and in many cases those remain the toughest problems to address. They might draw from CRM systems to evaluate the lifetime value of a customer, for example, or optimize pricing based on supply chain systems about available inventory.

Open-book 8

Open-book Software Supply Chain Technology 8

Harvard Business Review

OCTOBER 30, 2018

Selling revolves around people, and with that comes emotion, beliefs, opinion, and the careful management of relationships with customers, partners, and others within the sales organization. Getting there requires leadership to invest time and resources into acquiring the right data, systems, and people to build these new capabilities.

CRM 8

CRM Content Power Price 8